Paid for Pocket Cast Plus but account is categorized as free
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Hi
I paid for a year for the Plus service, I have a clear recipe and charge on my credit card from 3/7. My account is now showing as free, and when I email your support you say you can’t help me through email because I am not a Plus user. Please advise how I can get this addressed, or refunded, or I will have to charge back my card. Kind of ridiculous I have to post on a forum to get feedback about this.
-Charlie
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Hi, Charlie!
Kind of ridiculous I have to post on a forum to get feedback about this.
That was definitely not ideal. We’ll be looking into how we can handle these types of requests better.
I was also able to locate your subscription, and I’ve made adjustments to that on our end. Can you see if Plus is showing up for you now?
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A little update on this too:
My account is now showing as free, and when I email your support you say you can’t help me through email because I am not a Plus user.
I looked into our process, and I see that we ask users to reply to our email if they have concerns about Pocket Casts Plus.
I believe I’ve found your reply, so I’ve also responded to that with a little more information about your subscription issue. Please let us know, however, if you didn’t receive our email!
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I’m going to mark this thread as resolved since we confirmed the matter is sorted via email 😎
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Hello –
I am having the same issue. I am a Pocket Plus member but cannot login to my web player because it’s saying I have a free account. I have a receipt from two days ago so I know I am still active. I also emailed, but am getting a response that I can’t be helped because I am not a Pocket Plus member…
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I am also experiencing this issue today, am a paid subscriber, and received the distasteful auto response, of
Hi there,
Thanks for reaching out to Pocket Casts Support. We provide priority email support for our premium users, but we have several options our free users can use. If you are a Pocket Casts Plus user, have questions about becoming one, or have an issue with a private RSS Feed, please reply to this email, and we’ll get in touch with you.
If you’re experiencing problems with the app:
- Update to the latest version of the app (here’s how to do that on iOS, and here is how to do that on Android)
- Review our support guides
- Make a post on our forum
In your post on the forum, include other relevant information, as outlined here and avoid sharing any sensitive information.
While you are there, consider helping out another Pocket Casts user by answering another post! We’d love you to join our support community.
While we only provide support in this email channel to our Plus users, we actively monitor our forum. If you would like access to our priority support, here’s how to become a Pocket Casts Plus user.
Thank you!
I get that its probably automated, but how exactly do you get support as a paid subscriber if this is happening. I also get that it’s hopefully a bug, but again, maybe tweak your automated response, and provide a way to get support.
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I realize now that I misread this part “If you are a Pocket Casts Plus user, have questions about becoming one, or have an issue with a private RSS Feed, please reply to this email, and we’ll get in touch with you.”, I do apologize, and still think it could maybe be worded better. I did respond to the email, but if others are having this issue, you aren’t alone.
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Hi @marbletravis!
Thanks for the update. Just to clarify, if you have Pocket Casts Plus and reach out to us via our app (Profile > Settings > Help & Feedback > Get in touch), you will not receive the auto-responder.
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Hi there, @lnndy
Just to confirm, are you still facing this issue? I can confirm that we had a small glitch on our system which may have affected a few users but this has since been resolved.
It is also worth noticing that our auto-responder clarifies that if you are having an account related issue, you can reply to the email – that would apply to a case like this.
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